Austin Lemler
Plattsburgh,NY
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues, and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
Simpplr
04.2022 - Current
- Lead and created a workflow for all customers regarding enhanced domains for SFDC, this saved the company 2.5 million dollars in work that our pro services team did not have to do.
- Lead weekly meetings for the top 5% of customers to assist with engagement of the product and assist with upselling new features coming out from our product team.
- Help troubleshoot SFDC issues, log bugs in Jira, and submit enhancement requests.
- Took over churn risked customers in order to make sure that their projects were on track and made sure communication was constantly moving via email as well as weekly check-ins on Zoom.
- Pioneered an Automatic Upgrade program that saved time and cost by reducing support from multiple versions down to one.
Technical Support Associate/Technical Support Engineer
Insightsoftware
08.2019 - 04.2022
- Prioritize and closed over 40 tickets weekly
- Scheduled, presented, trained, and installed software as the lead installation technician daily
- Access end-user needs and advocate for additional paid services totaling over 500k$
Technical Analyst
Tulane Medical Center
01.2019 - 08.2019
- Administer all IT systems and recommend efficient modifications to systems to improve efficiency and reduce cost of all operations
- Work a priority-based ticket que resolving 50 tickets weekly
- Image 15 new devices weekly
- Configure phone lines for desk phones, networks for new ports, and VLAN switches
- Supported over 100 applications.
Migration Technician
Entergy
08.2018 - 01.2019
- Deploy new images to approximately 50 devices weekly saving thousands in compliance costs.
- Train and develop junior team members to rigorous Entergy standards
- Managed teams for imaging.
IT End User Support Specialist
Brookdale
03.2017 - 08.2018
- Provide technical support, troubleshooting, and maintenance in hardware, software, applications, databases, networking, and security
- Ensure functionality to over 77,000 associates in over 1,100 locations across the U.S
- Train and develop team members
- Volunteered for special projects and further training opportunities
- Supported over 100 applications
- Closed 40 tickets daily.
Education
Bachelor of Science - Information Technology, German
Concordia University
12.2016
Associate of Arts -
University of Wisconsin
05.2014
Skills
- Strong communication skills with consultative professional business acumen
- Excellent attention to detail
- Self-motivator
- Selling Skills: Track record of success upselling based on customer's needs
- Demonstrated ability to multi-task in very high-paced environments while supporting end users
- Desire to deliver outstanding customer service and customer focus
- Technically proficient and understand networks, databases, software, hardware, windows, Outlook, and more
Additional Skills
• Salesforce
• Jira
• Zendesk
• ServiceNow
• SQL
• Diagnose Faults
• Issue Escalation
•Customer Relationship Management
• Software Evaluation
• Customer Service
• SaaS
• Application Installation
• Ticket Management
Customer Endorsements
"It's always a great experience working with Austin! Nothing short of being exceptional! We were impressed by the knowledge of the representative, and the ability to understand the context of the issue on the first attempt."
"Austin has really stepped up the support game. The support I get is always helpful. I can't wait to talk to our AM about adding more to our Intranet with pulse surveys and recognition boards. Your platform continues to add cool new features and your team also takes in customer suggestions to add to the Intranet. You're doing great! Keep up the awesome work! "
" Thank you Austin for resolving the issue quickly and also following up on the root cause of the issue. Really appreciate it! "
Timeline
Technical Support Engineer
Simpplr
04.2022 - Current
Technical Support Associate/Technical Support Engineer
Insightsoftware
08.2019 - 04.2022
Technical Analyst
Tulane Medical Center
01.2019 - 08.2019
Migration Technician
Entergy
08.2018 - 01.2019
IT End User Support Specialist
Brookdale
03.2017 - 08.2018
Bachelor of Science - Information Technology, German
Concordia University
Associate of Arts -
University of Wisconsin
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